Date:
Thursday 5th October 2023
Duration:
9.30am to 4.30pm, by webinar
Who should attend:
A practical and interactive one-day workshop), the course is designed for staff, who communicate with customers who use email daily – includes general staff in sales, client services, customer service, administration, reception, accounts, production etc.
Overall aim:
The aim of the workshop is to help staff develop first-rate business etiquette when corresponding with customers using written communications with a strong focus on email. Participants will learn the essential skills required to converse with customers in a professional and competent manner in order to portray a professional image, clear and concise messages. They will learn when it’s the appropriate time to pick up the phone and avoid misunderstanding, whilst ensuring customer satisfaction
Objectives:
After completing the workshop, each participant will be able to:
-
- Identify the most appropriate means for communicating with customers
- Create relevant and structured emails using the right content, style and approach
- Write concise yet professional letters and documents to instil confidence with customers
- Employ highly developed business English for all non-verbal customer communications
- Apply proper business etiquette in the use of language, punctuation and grammar
- Keep emails relevant and easy to follow with related subjects, signatures & notifications
- Send emails to the right people, using copy, blind copy and reply all functions
- Reply to customers courteously and professionally with the right tone and level of urgency
- Follow company protocols and apply superb business etiquette for emails and text messages
- Show discretion when forwarding emails, copying readers or sending attachments
- Maintain trust with ongoing professional and personalised business emails
Workshop Content:
- The advantages and disadvantages of email as a communications tool
- Choose the right tool and apply the appropriate behaviour for writing to customers
- The importance of first impressions for influencing a customer
- Define your objective, apply the right approach, style and structure for writing emails
- Apply essential business English – the correct use of language, grammar, punctuation etc
- Write clearly and persuasively to instil confidence with customers
- Keep emails relevant and easy to follow with relevant subjects, threads and more
- The use of abbreviations, emoticons, textese and slang in business
- Good protocol for responding to emails, managing flames, anger and quick responses
- Keep customers informed using signatures, notifications & out of office replies
- Maintain confidentiality when forwarding or copying emails, or sending attachments
- Legal implications for unwarranted email behaviour – libel, offensive and defamatory emails
Trainer:
Karen Somerville
Fee:
Members €70 pp
Non Members €90 pp
Booking:
Book online below.
For more information, email Dervla O’Neill at oneilld@ihf.ie or call 086 083 6626 for more information